This customer ordered an item. She was emailed a receipt for her purchase automatically through our system, as all customers are. She may have her SPAM settings set too high to receive the email receipt, but it was automatically sent to the e mail address she provided. Additionally, she was provided with a thank you screen which contained her order number and order information that could have been printed at the time of purchase. Either would be considered confirmation of her order.
Unfortunately the item that she ordered had been discontinued. When this was discovered, we notified her immediately. We had some problems with our refund system and had opened a case on her order for the owner of the company to review and refund. This did take longer than the usualy 4 business days.
We have attempted to keep this customer informed as to the status of both her order originally, and then her refund - but it has been challenging. Firstly because she states that she does not receive e mails from us even though we have verified with her that we do have her correct e mail address. Secondly because when we have attempted to call her phone, it is blocked from receiving our calls without entering our phone number - apparently because she runs a DAYCARE. Thirdly due to the verbal and written abuse that she has directed towards our staff when we have attempted to assist her.
Here to follow are some excerpts from notes in her order as well as e mails that she has sent to our company:
Customer called - apparently very upset that she did not "receive confirmation" of her order. I let her know that it was received and that she automatically would have been sent a receipt via e mail but may have her SPAM settings set too high etc. She became even more upset - raising her voice - saying "WE ALREADY COVERED THIS MY E MAIL ADDRESS IS RIGHT AND I KNOW MY SPAM SETTINGS" etc. She asked why I would "keep covering the same thing" etc. She continued yelling over me as I tried to tell her that I would send her a test e mail.
Spoke with Daisy. Very irate. Lot's of cussing regarding the situation. She is still waiting for her refund. Says she will call bank and raise a big stink. I said I'd escalate and call her back shortly. She said don't call back unless to tell her she has been refunded.
She called back and I answered - she said she wanted to talk to the gentleman about her "Goddamn refund" and started screaming and cursing. I advised her that we are not able to assist her via telephone but that I would be happy to answer any questions that she had via e mail and terminated the phone call.
Per customer e mails:
I’ll blind copy a few other people so they have record, too, and so they will be advised of your lack of morals and crappy business practice. I also filed a claim with my charge card and complaint with the BBB. It’s no surprise they already knew you and you have a shitty rating. You deserve it. I’m going to win this battle, I have the paper trail and you have no leg to stand on. You will refund my money, either willingly (which we know isn’t the case), or we’ll force the issue and since you haven’t any moral values, we’ll play hardball. It would have been far wiser to do what’s right instead of trying to screw people over.
I do hope your business reflects the causes you have made. I hope you receive the same in your personal affairs that you dish out in your (and I use the word incredibly loosely) “business” affairs. It didn’t have to be like this, you could have been honest.
Here is my exact complaint, and what I sent to my friends, for your reading pleasure…
Just FYI, about Swimming Pools, etc.
1. They never acknowledged my order
2. A week after my card was billed, I still had not heard from them. When I called them, the woman on the phone was a complete bitch.
3. Several days later, they finally sent an “order cancellation” email, stating that in 4 business days I would see the refund on my card.
4. After another week, I called to find out the status of my refund. I was told I would get a call back in 30 minutes after “investigation.”
5. After 2 hours, I called back (not having received the call) and the same bitch told me they were no longer accepting calls from me and hung up.
6. I had to file a claim with Chase to get my money back. Am still waiting…
In case you have occasion to defer anyone you know from doing business with them, it would be wise.
Just thought you’d like to know, here’s what people are saying about you…
I’m not the only one who received this same treatment and took the time to let others know. Nice reputation you got for yourself. You must be very proud. Keep up the good work.
In the future, if you’d just either send the part, or refund the money, you wouldn’t have so many people pissed off at you, filing reports or wasting your time making excuses why you couldn’t do your job.
Thanks again for the admission of your lack of action and fault.
Oh and by the way, I wasn’t nasty until your self imposed deadlines came and went, time and again.
Have a good day and may you reap what you sow!
In case you’re too busy making up excuses for your lack of competence, and ducking pissed off would be customers, I thought I would make this easy for you. Here’s just a couple of your glowing reviews, I easily found online, to which I added my 2 cents.
his customer has called our staff "Bitches" and used other startling and vulgar languadge towards our staff. We are working with her bank to make sure that she is credited in full for this order, but cannot work directly with her as we will not subject our employees to that kind of abuse.
